CEX.IO Account Frozen After 2FA Codes Stopped Arriving

I am writing to report a serious issue with my CEX.IO account, which has effectively been frozen due to a two-factor authentication (2FA) problem. I have previously used my Costa Rica phone number successfully with CEX.IO’s 2FA system, but since Friday, March 6, 2026, I have stopped receiving the 2FA codes required to log in.

This problem occurred during a normal login attempt from Costa Rica, and as a result, I have completely lost access to both my account and my funds. My account ID is up109183983.

After encountering this issue, I contacted CEX.IO customer support and was told that I would have to wait up to 30 days for the issue to be resolved. The reason given was that there is a second account under my name, which was created for my mother and is not related to my original account.

This explanation contradicts the timeframe stated on CEX.IO’s own website, where similar issues are described as being resolved within 48 to 72 hours. The responses I received from support were vague and unconvincing, which has increased my concerns about the security of my account and the reliability of the platform.

I request that my account be urgently unfrozen and that I regain access to my funds as soon as possible, in line with the 48–72 hour resolution timeframe stated on your website. I also request a clear explanation of why I was told to wait 30 days, despite the much shorter timeframe published by your company.

I expect this matter to be handled with priority and transparency, and for my account access to be restored without any further delay.